Director, Customer Success - Logistics

November 7

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Cognosos, Inc.

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Internet of Things • IoT • RTLS • Real-time asset location • real-time visibility

11 - 50

Description

• The Director of Customer Success is responsible for onboarding, implementation, adoption, usage and achievement of customers’ desired business outcomes for the Logistics vertical. • Reporting to the Vice-President of Customer Success, you will be responsible for all aspects of customer success with the exception of customer support. • You will set the strategic direction, lead, motivate, and coach the customer success team, fostering a culture of responsiveness and accountability. • You will build out an operating rhythm of defined processes, systems, communications and KPIs that foster a culture of continual improvement. • Holds direct responsibility for identifying expansion opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products, and is accountable for client renewal and retention results. • Ensures best practices are adopted for product use. • May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Onboarding, Engineering, Finance, Training, and/or Customer Support. • Manage the company's most strategic customers on their post-sales customer journey, including kickoff, onboarding, adoption, renewals, and advocacy. • Meet and exceed KPIs pertaining to customer adoption, upsell, renewal, and advocacy programs. • Own the customer operation process from partnering to ongoing value delivery of the desired outcome. • Instrumental part of the team driving best practices and new customer use cases. • Mentor and coach new team members on customer success playbooks , new use cases, industry trends.

Requirements

• Bachelor’s degree required, Master’s Degree or relevant experience preferred • 7+ years in a customer success management role or relevant experience • Self-motivated with the ability to thrive in a dynamic, fast-paced environment with a sense of urgency and persistence • Fundamental knowledge on how SaaS applications can integrate with each other and the rest of IT infrastructure in a business • Ability to juggle and complete multiple priorities and projects (both internal and external) in a fast-paced environment • Experience building rapport and working with cross-functional teams spanning sales, product management, product marketing, and business development • Excellent interpersonal, written, and verbal communication skills • Organized with strong time management skills • Experience with troubleshooting and performance improvement techniques • Strong video conference presence and experience presenting to a variety of audiences • Ability to speak at the Director and C-level • Subject matter expert in product or related field • Automotive OEM, 3PL, inbound and outbound logistics experience preferred • Flexibility to travel as required

Benefits

• Competitive salaries • Unlimited vacation so you can rest and recharge • Full benefits program (Health, Dental, Vision, 401(k), life and disability insurance) • Paid parking at our Atlanta office • Opportunity for equity participation • Volunteer opportunities • Weekly catered lunches • Virtual happy hours, company-wide contests, or quarterly cultural outings